Broadband help and support.

Activating Fibrely Protect is a simple 5 step process:

1. Subscribe - Purchase Fibrely Protect in the Order Journey or in your My Account.

2. Check Email - An activation email will be sent to your email address. Make sure you check your spam folder.

3. Open the link - Use the activation link. This will take you to our partner FSecure's site to activate the subscription.

4. Download the app - Download the app that is appropriate for your device.

5. Activate protection - Open the app and login. Download any additional protection element - such as Chrome Extension for browser protection. The app will recommend features to you.

On FTTP (Full Fibre) products, there is no limitation to your available speed, all the way up to 1GB per Second (with higher packages coming soon) however unlike many suppliers, we want to ensure that you aren’t paying for something that you won’t use.

We recommend download speeds of 100 to 300 for the average family, it will offer plenty of bandwidth during those busy evening streaming content to every room without you overpaying for speeds you will not use.

For those who require extra capacity, mostly big household, gamers, streamers and those who do a large amount of data uploading, we would recommend above 500mbps.

For anyone who just likes to do occasional shopping, emails and maybe a bit of music streaming then the 115 product is best for you.

Broadband Assurance is a product that upgrades our standard packages with additional features and assurances. The primary improvements are:

1. Fixed Price Guarantee – We won’t raise your price in contract by any value.

2. Out of Contract Protection – Get 26 months at your 24-month price or 20 months at your 18-month price depending on your contract length. Give yourself time to recontract with us and not be struck with short notice price hikes.

3. Hardware Assurance – We will replace any hardware for free.

4. Engineer Assurance – We will cover the cost of any engineer call out charges, as long as it isn’t because you weren’t in or didn’t let the engineer in. This includes where the fault is determined to be within the home.

Wholehome WiFi is our advanced WiFi product that supercharges your in home experience. No more WiFi dropouts or third party extenders.

1. 10 mbps guaranteed in every room (exclusion apply) or £100 credit applied if we can't meet this.

2. You will be sent our advanced WiFi 7 mesh solution with 2 devices with your order.

WholeHome WiFi is a contractual product and will be held to the minimum term of your broadband.

Fibrely Protect is a security and online safety app that protects you and your families against scams, fake websites, phishing, viruses, identity theft, and online tracking — across phones, tablets, laptops, and desktops.

1. Internet Security - Keeps your devices clean, safe and under your control.

2. Scam Protection - Stay safe from scams, fake sites, and online trickery

3. Identity Protection - Know when your details turn up where they shouldn't.

4. Privacy Protection - A private (VPN) connection, wherever you go online.

Fibrely Protect offers these features to up to 5 devices within your home. It is a standalone product from Fibrely - in partnership with FSecure - which does not require or link to your Broadband services.

Most of the time, it's not your broadband — it's usually your WiFi or too much going on at once. Here's a quick check.

Try a wired speed test

Plug a laptop into your router with an ethernet cable and run a test at nperf.com. If the wired speed is close to your package, your line's fine and it's a WiFi issue. If it's way off, get in touch.

Check what's going on

Big downloads, 4K streams, and cloud backups all eat bandwidth. Pause anything heavy and see if things pick up.

Reboot the router

Unplug it, count to 30, plug it back in. It fixes more issues than anything else.

Testing on your phone over Wi-Fi won't give you a true reading. Here's how to do it properly.

What you'll need

A laptop, an ethernet cable (CAT5e or newer), and a quiet moment when nobody else is hammering the connection.

The steps

Plug the cable into your laptop and the yellow LAN port on the hub. Turn the laptop's WiFi off, then head to nperf.com and hit Start. Run it a couple of times and take the average.

What you should see

A download speed within about 10% of your package's headline speed. So on a 500 Mbps package, anywhere between 470 and 490 Mbps is spot on. If you're way off, get in touch and we'll take a look.

A few quick tweaks usually make a big difference — no new kit needed.

Move the hub into the open

Up on a shelf, away from cupboards, the TV, microwaves, and baby monitors. The more open and central, the better.

Use the right network

Your hub broadcasts two: 5 GHz is fast but short-range (great for nearby devices), and 2.4 GHz is slower but reaches further (better for the back bedroom).

Reboot it monthly

Unplug, wait 30 seconds, plug back in. Clears out little gremlins before you notice them.

Boot off old devices

Forgotten phones and broken tablets still take up WiFi capacity. Check what's connected by downloading the ASUS router APP.

Bigger home or thick stone walls? Our WholeHome WiFi covers every corner guaranteed.

Drop-outs are usually caused by something inside your home — and usually easy to fix.

Is it everything or just one thing?

If only one device has dropped, restart it. If everything's offline at once but the hub lights are healthy, it's a WiFi issue. If the hub lights have changed colour or gone out, it's the line.

Check the hub lights

Steady blue or green is good. Red, off, or flashing means something's not right — make a note of what you see.

Reboot the router

Unplug it, wait 30 seconds, plug back in. This sorts out most occasional drop-outs.

Check the fibre cable

Have a look that it isn't damaged or pulled loose. Be gentle — don't tug on it.

If drop-outs keep coming back after a reboot, give us a shout with details and we'll dig in.

If it always slows down at the same time, there's usually a clear reason.

Evening slowdowns (7–10pm)

Usually about household demand. Streaming, gaming, and video calls all happening at once will slow things down for everyone. Pause one or two and it picks up.

Same time every day?

Something's probably running a scheduled job — phone backups, console updates, or laptop updates. Check your device settings and shift these to overnight.

Crowded Wi-Fi

When your neighbours are all on WiFi at the same time, the airwaves get busy. Splitting WiFi channels and witching to the 5 GHz network usually helps — it's much less crowded.

Old gadgets

A phone or laptop more than five years old may struggle to keep up. Test on a newer device to compare.

Worth a quick check of our service status page too, just in case it's our end.

Most total outages are sorted in a few minutes. Let's get you back online.

Look at the router lights

Steady blue or green is healthy. Red, off, or flashing Red means there's an issue — make a note of what you see.

Reboot the hub

Unplug it, count to 30, plug back in. Don't press the reset button on the back — that wipes your Wi-Fi password. This fixes a huge chunk of outages.

Just one device offline?

Restart it, or "forget" the Wi-Fi network and re-enter the password.

Check the fibre cable

Have a look it hasn't been pulled loose or damaged. Don't tug on it — the glass inside is fragile.

Still nothing? Give us a call or email. Have your account number, postcode, and router light status ready and we'll get you sorted.

You can at any stage increase or decrease your package with us by contacting a member of our team or via your customer portal. Depending on the available deals at the time, you may be required to recontract your services into a new period. If new hardware is required, this will be sent out automatically.

You can recontract your services with us at any time against any of our available retention packages by contacting a member of our team. You can also recontract online through my account at specific time when offers are made available to you. We will notify you by email in most cases when an offer is available to you.

You can upgrade your current service to include the features of Fibrely Assurance at any time by contacting a member of our team and in some case via your My Account. Depending on the deals available at the time, you may be required to commit to a new contract or if a special offer is in place, you may be allowed to add Fibrely Assurance on to your existing contract.

You can purchase Fibrely Protect at any time and do not need to have a Broadband service.

To purchase Fibrely Protect, log into your My Account and navigate to your Products. Add the service and agree to any terms.

Alternatively, if Fibrely Protect is not available in your My Account. Speak to a member of the team who will be able to quickly add this for you.

When purchasing Broadband or Mobile, Fibrely Protect and be added during the order journey.